Hilton Toronto/Markham Suites Conference Centre and Spa is currently searching for a high energy, motivated individual to fill the role of Guest Services Supervisor. The successful candidate must be a true service professional committed to the highest levels of guest satisfaction with a minimum of2 years previous experience as a supervisor.

If you are passionate about hospitality - you are the person we are looking for!

POSITION SUMMARY:

The Guest Services Supervisor will supervise the operations and personnel of the Front Desk, including Guest Service Agents, Switchboard and Door Persons/Bell Desk functions in order to ensure the smooth and efficient operation of the Front Office. The position involves coordinating Front Office activities in order to maintain the highest occupancy possible, as well as resolving any problems in a timely manner. The Guest Services Supervisor is responsible for organizing and cross training a team, which can interchange duties. Other responsibilities include handling special requests and inquiries to ensure that customer care and service are the highest priorities for all team members.

DUTIES & RESPONSIBILITIES:

Ensures all services rendered to the Hotel guests are being performed promptly and efficiently to provide exceptional customer service.

Ensures day-to-day efficiencies of the department by planning and administering duty rosters, team member training and evaluation of their performance.

Maintains Log Book of unusual/irregular activities and reports same to the Front Office Manager/MOD.

Ensures all job functions are performed to the standards as set forth by Hilton and management.

Keeps next shift supervisor informed of pending matters/cases that require follow up action.

Acts as backup for Guest Service Agents and Switchboard as required.

Communicates information and maintains positive relationships with all other departments of Hotel, Spa and Club.

Understands the application of emergency procedures and carries out these procedures accordingly.

Provides on the job training for Guest Service Agents.

Ensure that daily shifts are handled and managed properly, including adequate staffing levels.